account management

Good afternoon, 

 My name is Darrell   My father's name is Dennis . My father has been a customer of Direct TV for almost 17 years and has paid his bill every month and on time during the whole entire time of being a customer. He was having issues with his TV and the guide on his TV not formatting correctly while he was checking the guide. Such as lettering was bigger than the screen and not being able to see what was going on with the program or what was on that particular channel. I contacted customer service, and they told me that the Direct TV box was from 2015 and needed to be updated along with the remotes. This was on October 30,2023. We scheduled them to come over and replace 2 boxes and remotes on October 31,2023 which the technician replaced both boxes and remotes and made sure they were working properly, which they were. When I talked to customer service, they explained that when they do the upgrade on the boxes and remote that we needed to extend the contract for another 2 years on the contract which we agreed to. The ticket number was for them to come over and replace the box and the remotes. Not long after they replaced the boxes and remotes that my father had noticed that some of the channels he watched before were no longer available. When he checked a couple of the channels that he was able to watch before getting the box upgrade the were coming up with a code 721, please contact Direct TV. So, I called your customer service and explained what the issue that he was having about not being able to watch the following channels.77 80 81 82 83 208 212 213 215 215.1 216 217 218 219 221 230 232 251 253 258 261 266 272 277 279 283 286 287 302.  He was able to watch these channels before the upgrade on the box but know is not able to watch them now. I contacted customer service and explained the situation with them, and they told me that in order to get those channels back that my father would have to upgrade his plan from select to the next level and pay almost $75 a month more to be able to get those channels back. We find this absolutely ridiculous that he should have to pay to get pay to get those channels back.  I then requested to speak to the customer service supervisor which I was transferred to and explained the situation with her. I am sorry i don't have their names, but the supervisor called i believe another department which i spoke to a very pleasant woman by the name of Juliet. She explained that her hands are tied that she is unable to reinstate these channels to his program. I was on the phone for almost 2 hours today and this is what was resolved. She was able to offer a $60 credit to his account for this coming billing cycle and also a $20 credit for the next 12 months ticket . When I explained this to Juliet out of Boise, ID, she said Direct TV is going to wave the 2-year extension on the contract so we don't feel obligated to it, which we will be looking into other options for future consideration. But no channels were reinstated.

Basically, what this about that is the fact my father lost 30 or so channels when he upgraded his box at his house that he was used to watching for years and wasn't notified that he was losing those channels  and what from I am understanding is that there is nothing that can be done but pay another $75 on top of what he was already to get those channels back. It's not a good look on Direct TV that we called to try and get his TV fixed to make sure that the format which it was corrected and now he has to pay to get those channels back after the upgraded boxes were installed. 

All we are asking for is to get those channels reinstated under the same plan that he was under without paying the additional fees. We don't feel that he should have to pay for channels that he was already used to watching.

Where is this good customer loyalty to someone that has been a customer for 17 years and basically saying thank you for upgrading your Direct TV box and we are taking away around 30 channels for upgrading your box and the only way you can get them back is if you upgrade to the next level for another $75 a month.

 If you have any questions to ask me feel free to contact me,

 Darrell